Contact Us

If the booking came via Expedia, Hotels.com, Booking.com, Agoda, Airbnb, TripAdvisor or HRS, then the only way to cancel and/or refund the booking (before check-in) is for the guest to do so directly with the travel agency.   Once the check-in date has passed, you will be able to cancel the booking yourself, by clicking on ‘Cancel’ and then on the ‘No-show’ tab in your eviivo diary.  We recommend that you do so within 48hrs to ensure the No-Show is reported accurately to avoid commission charges.

If the booking came via any other source, including your website,  then simply locate the booking in your eviivo diary, click on the ‘Cancel’ button and follow the instructions on the screen.  Even if you have not received payment from eviivo for that booking yet, don’t worry. eviivo suite knows exactly what account to apply the refund to.  When you press cancel and confirm the amount to be refunded, this is how you instruct eviivo to refund the guest automatically.  Not doing so drives unnecessary delays and may lead to guest dissatisfaction, or additional administrative charges.

If you have forgotten your password, our agents are unable to reset it on your behalf.  This is for your own protection to prevent anyone else from gaining access to your account.  You need to reset your password as follows: –

Go to https://on.eviivo.com/Account/Login

Then, click on Forgot Password and follow the instructions on the screen.

If you are unable to do so, and have forgotten the answer to your memorable security question you ill need to contact us during normal opening hours (Mon-Fri 9am-7pm, or weekends & bank holidays 10am-4pm).  Or send an email to [email protected].  Use the word ‘PASSWORD’ as your email subject, your property name and postcode, and a contact number where we can reach you.  If you are not the main account administrator, we may ask that your account administrator authorises access for you.

Log into eviivo suite and click on the HELP button in the top right corner. From there, you will be able to:

1. Chat with an expert right away via Live Chat, seven days a week (9am-7pm on weekdays, 10am-4pm at weekends & bank holidays) and more efficient than queuing on the phone!
2. Search Help and eviivo University to find answers on the most commonly asked questions, browse Help screen-by-screen, or replay our Quick How-To videos.
3. Log your support query with our support team, with a guaranteed 48hr turnaround.  Click on Help, then on Ask eviivo, and type your query on the left side of the screen.

eviivo are a software company and our systems enable accommodation providers to sell their rooms and collect payments online.   Sometimes eviivo also manages a central reservation service on behalf of some of the accommodation providers who use our software.

If you see ‘eviivo Ltd.’ and/or the eviivo logo on your reservation, or ‘Hotel paid by eviivo’ on your card statement or bank account, this is because the accommodation has chosen to use eviivo to manage and settle their online reservations.   In this scenario, eviivo are acting on behalf of the accommodation provider exclusively and our sole responsibility consists of securing your reservation according to the accommodation’s cancellation policy and payment terms, as described to you online, at the time of booking, and as confirmed in your reservation email.  Please be aware that any representation made online with regards to the safety or quality of the accommodation service is supplied by the accommodation provider directly and remains their responsibility entirely.  If you have any doubt as to the quality of the accommodation please contact the accommodation provider directly or speak to the local tourism board or check the reviews provided on their site or on sites like TripAdvisor.  eviivo are not a travel agent and as such our responsibility is limited to managing your online reservation and to ensure the room is available to you when you get there.

Have you booked a hotel, B&B, guest house or any other type of accommodation recently?

If your booking was prepaid in part or in full via an online booking site like Expedia, Hotels.com, Booking.com, Agoda, HRS or TripAdvisor, please contact the travel site directly as they would hold and manage your payment until some time after your stay, so neither eviivo nor the accommodation provider would be able to address your query.

If your card of bank statement refers to “eviivo”,  you may remember the name of the place you booked, but not the name “eviivo”.  Please refer to your booking confirmation email – if eviivo was involved in any way in managing your reservation – a service we provide to some accommodation providers – then the eviivo name and logo will clearly appear online, on your confirmation email, and in any accompanying T&Cs.

If your confirmation states that part or all of the reservation was paid in advance, then the prepaid amount on your confirmation will match the amount which appears under ‘eviivo’ on your card or bank statement.  You should not be charged for this again and the accommodation must clearly deduct any prepaid amount from your final bill at check-out, as evidenced in your reservation confirmation.

If your confirmation states that the reservation is to be “paid later”, on arrival, then nothing was charged to your card at the time of booking, but your card could have been ‘pre-authorised’.  A pre-authorisation is NOT a charge and no money is taken from your account.  However, some banks consider a pre-authorisation to be a future obligation, and, depending on your circumstances, they may use this information to reduce the spending limit available on your card.  This remains a matter between you and your bank.

If your booking is subject to cancellation fees (as shown on your booking confirmation),  and the cancellation deadline has passed,  some accommodation providers may charge these cancellation fees to your card, as soon as they become non-refundable, even if you have not cancelled your booking yet (note: eviivo itself never does this).   If this happens, make sure these fees are deducted from your final bill at check-out.

If you believe that neither of the above scenarios applies and that a payment has been made in error, then please contact

• your accommodation provider to request a refund
• the Travel Agency you booked with (e.g. Expedia, Booking.com, Airbnb, Vrbo)
• if your bank charge appears under the name eviivo and the terms of your booking confirmation are with eviivo Ltd, then contact us at [email protected].

The  “Manage my booking” link in your confirmation allows you to cancel your reservation online, in which case your refund is instantly processed subject to any late cancellation fees.  If you are unable to do so, because the cancellation deadline has passed, please be aware that eviivo requires the accommodation provider’s instruction before we can process a refund outside their normal cancellation policy.  There may be delays as we investigate the circumstances of the refund with the accommodation provider and seek their permission.

99% of the cases we investigate are linked to the fact that neither the accommodation provider nor the guest contacted eviivo and/or the accommodation provider did not request/process the refund in their system (the fastest way to get it done).

In the event of an error on the part of eviivo, eviivo always actions any refund immediately, subject to the applicable cancellation policy.

If you have already started or completed your stay and were not happy with the service, any refund remains at the discretion of the accommodation provider and eviivo cannot influence this.  Once the refund has been agreed with the accommodation provider, it can be processed immediately.

If you have not checked in yet, open your booking confirmation and click on “manage my booking” to cancel your booking.  Your card will automatically be refunded (subject to any applicable late cancellation fees).  If this option is no longer available, you must seek a refund from the accommodation provider directly and ensure they process the refund in their system, or request it in their system, if they chose to ask eviivo to manage their online reservations.

If you have arrived at the property and/or were refused a stay, and your booking confirmation is with eviivo Ltd, please contact us:

– via live chat on the www.eviivo.com/contact page on this site (the button should appear below)

– by email at [email protected]

– by phone on +44-203-103-3500  – select Option 1 and then Option 2.

If your booking was made with eviivo directly and your confirmation mentions eviivo Ltd as the reservation agent, we will immediately refund your booking and assist with any emergency relocation as needed, if the room is not available when you get there.   If you choose to contact us via email, type the word REFUND in the subject header and provide your booking reference, check-in date, full name, and the name of the accommodation.  We need this information in order to locate your booking in our system.

If your Booking Terms and Conditions are with eviivo, these state clearly that any aspect of your actual stay, or the quality of the accommodation services provided, are entirely between yourself and the accommodation provider.  Any information related to the accommodation is supplied by the accommodation provider directly and eviivo cannot in any way guarantee its suitability.   eviivo are not a travel agency and our role is strictly limited to securing your reservation with the accommodation provider for the desired period.

We will generally do our best to help but we cannot guarantee that the accommodation provider will accept any refunds,  once your stay has taken place or started.  Therefore, we advise that you take general travel insurance and exercise appropriate care and due diligence when selecting your accommodation, prior to placing your booking with eviivo (check review sites, and contact the accommodation directly for any special enquiries).

To cancel your booking, open your confirmation email and click on ‘Manage my booking’.

This option may not be available to you, if the Accommodation Providers chose to disable it, and insist that guests contact them directly.   If so, contact the accommodation provider and ask that they cancel your booking in their system.  Your card will be refunded automatically (subject to any late cancellation fees).    Cancellation fees will be deducted where applicable unless the accommodation provider specifically instructs the system to waive the fees.

If the booking was made via an online booking site like Booking.com, Agoda, Expedia, Hotels.com, Airbnb, HRS or TripAdvisor, you must contact the travel agency directly as they will hold your booking and any prepayment until some time after you check out.  Neither eviivo nor the accommodation provider are able to intercede.

If the booking was made via eviivo’s own reservation service, and therefore eviivo Ltd appears on your reservation confirmation, you are always able to cancel your booking via the Manage my booking link in your reservation.   If you have lost your reservation confirmation email, and booking reference, then you may contact us via one of the following options:

– via live chat on the www.eviivo.com/contact page on this site (the button should appear below)

– by email at [email protected]

– by phone on +44-203-103-3500  – select Option 1 and then Option 2.

Make sure you have a booking reference, check-in date, full name, and the name of the accommodation at hand.  We need this information in order to locate your booking in our system.    Without this information, we simply cannot take any action.  If you choose to contact us via email, please type the word REFUND in the subject header.

First, check your booking confirmation.  If the booking was prepaid via an online travel agency like Expedia, Booking.com, Airbnb, Hotels.com, Agoda or HRS you must contact the Travel Agency.  It is normal practice in the travel industry that Travel Agency bookings can only be cancelled or refunded via the Travel Agency.

Otherwise, if the booking was made in any other way, our systems will refund your card automatically, provided that: –

(1) you cancel the booking online yourself, via the “manage my booking” link on your confirmation, or

(2) the accommodation provider cancels your booking and/or enters the relevant refund instruction in our system (if they have appointed eviivo to handle their online reservations).

eviivo are a system supplier, not a travel agency.  And on occasion, we manage online reservations on behalf of some accommodation providers who have asked us to do so.   For legal and security reasons, we cannot cancel or refund your booking outside the accommodation provider’s stated cancellation policy.  And we cannot waive late cancellation fees without the explicit consent of the accommodation provider.   If the accommodation provider is unable or unwilling to process your refund and/or request it via their system, please escalate your case to [email protected].   To help us identify your booking promptly, type the word REFUND as your email subject, and provide your name, booking reference, check-in date, and the name of the accommodation.  Please be patient as these escalations may take some time to investigate.

When you review your bill at checkout, always refer back to your original booking confirmation.

If you have prepaid part or all of your reservation online, the amount prepaid will be stated very clearly on your booking confirmation.  Make sure that you are not charged this amount again by the accommodation provider again, at check-out.

If your booking confirmation does not display any prepaid amount, it means that no money was taken from you at the time of booking.  The Travel Agency, the Accommodation Provider or eviivo might have taken your card details to secure the reservation, or “pre-authorised” the card, but the card was not debited.   Some banks however may reduce the credit limit on your card to reflect any outstanding pre-authorisations.  But a pre-authorisation is not a charge.  At check-out, the accommodation provider will either charge the amount at that point or cancel any outstanding pre-authorisation and apply a new charge.

If you have been charged for late cancellation fees ahead of your stay (i.e. once the deadline passed), make sure these are deducted from your final bill at check-out.

If you have been charged in error when you checked out, you must obtain your refund from the accommodation provider.

eviivo takes immediate action and full responsibility for a refund linked to any pricing or availability error on our part.  Should an accommodation provider request/process a refund in our system, the system automatically and instantly actions such a refund, but it may take a few days before it reaches your bank account.

Over 99% of the refund escalations we investigate (less than 1% of all bookings) are linked to the fact that the refund was not requested from the accommodation provider, or it was but the accommodation provider did not process or report it,  or the guest could not self-cancel on the “manage my booking” page because they lost their booking details.     Please be aware that the rare but most complex cases (multiple parties, multiple cancel/rebook movements or conflicts between guest and accommodation providers) may take longer to resolve.

For your own peace of mind, ALWAYS KEEP YOUR ORIGINAL BOOKING CONFIRMATION at hand.

eviivo always honours the terms of your booking confirmation.